Exporting data to a CSV or XML file (Professional and Enterprise) Follow

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30 comments

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    Nathan Swain (Edited )

    Hey guys,

    All I want to do is query all stories associated with a specific tag and export those - is this not possible?

    --Nathan

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    Jessie Schutz

    Hi there!

    You can't pick and choose what information to export using the native export feature in Zendesk, but if you only need certain things, you can retrieve it using our API: https://developer.zendesk.com/rest_api/docs/core/introduction

    Please let me know if you have any other questions!

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    PJ Muller
    Maybe not 100% relevant, but could be interesting for some other members here. If you want to export the help center there is no ready made solution yet. You need to use the API and that can be challenging for many, luckily I already went through the effort so that others don't need to reinvent the wheel. Check out https://github.com/pjmuller/zendesk-helpcenter-export It exports all of your categories, sections, articles and even attachments in a nested folder structure. Enjoy! :)
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    Denielle Barcelona

    Are custom fields included in the ticket export file?

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    Tony Dunsworth

    Is there a way to go backwards and grab everything which has been previously done before the exporting was enabled?

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    Deborah Thomas

    Does the full XML export also pull out the attachments in tickets? Almost all of our tickets have attachments in them (Office documents or image files), and I am looking at exporting for our records management requirements.

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    Jessie Schutz

    Hey Deborah! The XML export does not pull out attachments.

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    Jessie Schutz

    Quick, important piece of information I neglected to mention...

    The file will include URLs to the attachments. It just doesn't download the attachments themselves.

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    Dan Ross

    Is there a way to have this export pull the suspended tickets? We need to have our marketing team review the hard bounces and the Suspended tickets UI is pretty brutal for searching. Being able to get it into a csv/xml/anything else would be much more efficient. 

    I'm really hoping this isn't yet another 'hire a developer to do it with the API' situation and that I'm just missing something obvious...

     

     

     

     

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    Brian Manning

    @Dan - Sadly you are correct in this case. The only way to get at your suspended tickets other than via the suspended tickets view is via API. The List Suspended Tickets endpoint is just a GET request so you can fire it off from your browser if you're logged into Zendesk. The output will be in JSON format instead of a csv or XML. That's going to be your best option at the moment.

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    Daniel Falabella

    Any way we can see the actual content of the tickets? Without it, this feature is almost useless for all my use cases.

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    Jessie Schutz

    Hey Daniel!

    You would be able to export that information using our API.

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    Ron Dema

    Is their a way to export the he ticket attachments in addition to the ticket comments?

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    Holly

    Hi Agron,

    This data export method does not export attachments, but you can get them by using the Zendesk API. The show attachment call will give you the attachment URLs. Hope this helps!

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    Rohit Upadhyay

    We have got enabled data export feature on our zendesk. With this feature, we were aiming to export zendesk data to our other department for relevant data analysis but porblem we are facing is, it is exporting all the custom fields but it is not exporting date type custom fields and a multiple line text custom field in particular and this is completely defeating the purpose of having this export feature. Can you please let me know if it is like that or am I missing anything here  ??  Thanks

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    Intis Kalnins

    We're looking at a weekly export of our feedback tickets (tagged) with comments to circulate with our non-Zendesk users in the business. Can you point me in the direction of the API documentation that would explain how to do that? Cant find any apps to do this neatly and I need to get our dev team to build something.

    Thanks.

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    David

    any suggestions on what to do with my newly exported XML user list? I would like to see a list of the users that i can perhaps even put into excel and filter, but what i have now is quite overwhelming, to say the least....

    What is usually done with these exports?

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    Jessie Schutz

    Hey David!

    You should be able to import your XML file into Excel - you just need to do an XML Data Import, instead of opening it like a normal .xls file. If I understand it correctly (I've not tried it myself), Excel should take care of converting the file for you. Then you can manipulate it like any other Excel doc.

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    Josh Mclain

    I find it really frustrating that in order to get my data out, I'd need to upgrade our plan. Am I incorrect, or was this feature available to more plans previously?

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    David

    Why is the organization name not used? It's very inconvenient to have a bunch of organization ID numbers, which don't really mean anything...(I'm not even sure where to find the ID numbers in Zendesk).

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    Jessie Schutz

    Hi Josh!

    The native data export features have always been restricted to the two highest plan tiers, at least as far back as my Zendesk memory goes (just over three years).

    You're not completely without options, though. It's more complicated than the native feature, but you always have the ability to export your data using the API

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    Diogo Maciel

    Hi David!

    You can then select a full XML export of your user data which includes organization information. I find odd that the file you received is not including Org names. If you have the issue also with the XML, please send us an email at support@zendesk.com with the file so we can have a look at it!

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    David

    I'll clarify.

    The XML export indeed contains organization information, but this information is in another file. However, in the User data file, only the organization code is displayed, but not the organization name.

    What I have to do now is import the org name from the other XML file into the user XML file (using excel).

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    Gabriele_Team Dalani

    Hi all, my csv export has reached maximum number of rows managed by Excel (1.048.576 rows). How can I reduce them? Is it possible to delete old tickets?

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    Heather R

    @Gabriele I hope you get an answer soon because I'm curious how this will be solved as well. How many tickets do you have? (wondering at what point this will start happening to all of us).

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    Dan Ross

    For a dataset that big, I'd be looking at importing it to a database, it's more suited to datasets that large. This could give you a bit of a speedbump if you don't have familiarity with SQL though.

    Another more tedious and error prone possibility - open the CSV in a text editor and cut/paste data beyond a million rows into a new document. 

    Good luck!

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    John Grenz

    We've just received notice that this has been enabled, I see the Admin > Reports option now and have requested a User XML export file.  I noticed above in support documentation it says there is an "Export" tab and info around "change the email domain for admins to export data" I'm not seeing this Export tab or anywhere to change email domain for export data.  Is this no longer available?  If it isn't, should documentation above be updated to reflect that?  If it is available, any reason why we wouldn't see it?

    Thanks,

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    Jessie Schutz

    Hi John!

    Sorry for the delay here; hopefully this has been resolved! Most of the time in situations like this it's a caching issue, so if you refresh your browser it should show up. If you're still having trouble, let me know and I'll take a closer look for you!

     

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    John Grenz

    Jessie,

    Still not seeing an Export tab, just goes to Reporting and have all the download options.

     

    -John

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    Jessie Schutz

    Hi John!

    Sorry about the mix-up here. Depending on when you started using Zendesk, this page may render differently for newer customers than it does for older customers.

    In your case, this looks just the way it should. There's no need for an Export tab, because it automatically takes you to the Export list. 

    I'll touch base with our Documentation team to get the article updated to reflect this. Thanks for bringing it to our attention!

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